Deskside Support

Profile

Role: Deskside Support
Location: New York NY
Contract
Job Responsibilities:
color:black;mso-ansi-language:EN-US>Work directly with customers in person, via phone, via ticketing system, and email
EN-US>Image, deploy, and maintain all HW including desktops, laptops, monitors, docking stations and desktop printers
EN-US>Installation, configuration and troubleshooting of:
EN-US>Windows OS
EN-US>Various applications
EN-US>Basic network connections
EN-US>Conference room video and audio support (Polycom, BlueJeans, Google Hangouts)
EN-US>Support/set up of audio visual equipment
EN-US>Support employee meeting setup
EN-US>Support all models of cellular/tablet devices, including Android, IOS and mobile operating systems
EN-US>Support remote users as needed
EN-US>Maintain accurate asset inventory
Major Accountabilities:
Trouble shooting
color:black;mso-ansi-language:EN-US>Resolves 1st and 2nd level support issues concerning hardware, software, networking, active directory, applications, telecommunications and remote meeting coordination
EN-US>Responds to all queries, triaging each in a prioritized and timely manner
EN-US>Records issues in the ticketing system and escalates complex issues to appropriate 3rd level support
EN-US>Owns request tickets, performs follow-up, and ensures proper closure is reached and communicated
Hardware
color:black;mso-ansi-language:EN-US>Provides hardware support for PCs, printers, network, VoIP phones, wireless and handheld devices
EN-US>Coordinates with vendors and service providers for in-warranty hardware replacement and service
EN-US>Follows standard guidelines to install and configure new equipment and peripherals, moving, and updating equipment for regular replacement and to accommodate staff moves and changes
Software
color:black;mso-ansi-language:EN-US>Provides support for software with emphasis on Microsoft Windows and Office products in-house applications
EN-US>Responsible for updating and maintaining software products and applications as required
Other
color:black;mso-ansi-language:EN-US>Participates in the evaluation, piloting, testing and launch of new hardware, software and apps
EN-US>Participates in various IT initiatives, helpdesk/desktop projects and research assigned annually
EN-US>Proposes process improvements
EN-US>Create Help Desk/desktop communications, announcements and presentations to the company and sub groups
EN-US>Researches using web, manuals, publications, etc., including other IT staff and vendors to troubleshoot and answer customer questions
EN-US>Manages, maintains, and improves technical documentation
Qualifications:
color:black;mso-ansi-language:EN-US>Two-year or Bachelor's Degree (Preferred) in computer sciences or minimum 2 years previous working experience in a corporate IT environment
EN-US>PC and Windows hardware skills, network printers and computer networks
yellow;mso-highlight:yellow;mso-ansi-language:EN-US>Excellent oral and written communication skills
EN-US>Customer service oriented, team player, good listener
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